Brightwater’s Welcome Team: The Faces Behind the Voice

Welcome to Brightwater, you are speaking to Sharon, Hazel, Dorah, Naomi, Sara, Rosemary, how can I help you?

Those are the words people will hear when they first ring Brightwater on 1300 223 968.

Established in early 2019, the Contact Centre (together with the Engagement Team forming the Welcome Team) are instrumental in ensuring that Brightwater delivers a consistent and exceptional customer service experience for prospective clients from their initial touchpoint with our organisation.

The team processes over 5000 queries a month through a variety of channels including phone, email, digital platforms and face-to-face interactions. The goal is to provide superior customer service and convert enquiries into new Brightwater clients.

In addition, the Contact Centre plays a crucial role in collecting valuable data, feedback and insights about our clients’ needs, preferences and pain points.

How can all Brightwater staff support the Contact Centre?

• Keep the Contact Centre informed of any changes or updates to services, programs and key staff

• While we do like speaking to all of you, please ensure you have all relevant contact numbers on hand (for your Manager, Roster Clerk, payroll etc) rather than ringing us, so that we can service our clients

• When contacting someone externally via phone or email, please leave a voice mail or provide direct contact details to facilitate an easy return call. Often external people will see the number coming up as the Contact Centre or Head Office number (on the phone or in the email signature)

• If sending residents to hospital or specialist appointments, make sure their paperwork has a relevant contact number for ease

• Lastly, we encourage all Brightwater staff to visit us and say hello! We always appreciate meeting new and current staff and putting a face to a name.